Tech Leaders of DFW presentation by Mirza Chughtai, April 2018
- 1. Presents: AUTONOMOUS INFRASTRUCTRE By: MIRZA K. CHUGHTAI 04/19/2018 FLYING SAUCER
- 2. Mirza Chughtai Chief Technology Advisor Joined WWT: 01/02/2018 Based in Dallas, TX Mirza Chughtai is an Information Technology Executive with relentless focus on directing the technology, resource, and operational strategy. Creative and passionate ‘Change Agent’ outpacing competition with a committed customer centric ethos. Evangelist for smart technologies, nimble processes and winning culture. Prior to WWT, Mirza joined Miner Corporation in 2015 as Chief Information Officer and a member of their executive leadership team, Mirza changed the company’s technical landscape by delivering digital transformations and industry-first field service platforms that drove significant improvements in customer experience, operational efficiency, margins, cost reductions, and revenue growth. Prior to joining Miner, Mirza was the Vice President and Chief Innovation Officer for Tri-Ed Distribution where he provided the vision and leadership for the company’s technology strategy and solution development. He was also the executive sponsor for multiple business development and M&A activities that drove multimillion-dollar business transformations. From 2008 to 2013 Mirza was the Head of Global Infrastructure Engineering for Arrow Electronics, Inc., where he oversaw and directed end-to-end technical strategy for the company’s complete IT suite of infrastructure technology requirements and teams.
- 3. Customer Service Sales& Marketing Connected Experience Ecosystem Growth Industry Trends & Common Themes 1. Full lifecycle ‘customer interaction management’ 2. UI that handles the start and end points with step-by-step guided experience 3. Hybrid omni-channel model with skills based routing and workflow integration 4. Telephony integration with full CTI, chatbots, call scripting driving customer 360 view 5. Knowledgemanagementstrategy forselfservice,insightsand improvedreporting 1. Definition and visualization of the customer journey and all engagement points 2. Contact Center’s role in fueling Marketing automation / segmentation and positioning that is aligned to the selling motion of the field teams 3. EarlyWarningSystem (predictive data)approachtofieldenablement &customerengagement 1. How can connected products (IOT) create a more cohesive service alignment 2. Quality Management & Analytics (video / voice / social media) 3. Integration fast track of M&A 1. Connected products and maintenance contract uplift 2. Create a 1Brand approach to operational execution 3. M&A & Customer Journey’s are now better aligned through the visibility of a 1Brand model 1. Omni-Channel routing is eliminating duplication of processes that cause internal issues on speed to serve customers 2. SpeechAnalytics 3. Communication and messaging the “why aspect” of Brand differentiation 4. Voice of the Customer strategy (driver of NPS, CSAT) Outcomes and Impact of next generation infrastructure on major business areas
- 4. OVERALL TRENDS IMPLICATIONS 3-5 YEARS and 4
- 5. AI PSD2 IoT Blockchain VR/AR OVERALL VISION TRENDSand 3-5 YEARS Customer Service Automation Chatbots and virtual assistants Advise Automation / Personalization PFM, robo advisors, next-gen risk assessment Business Process Automation Robotic process automation, fraud, compliance, risk Security as a Business Differentiator Cybersecurity, biometrics, IDaaS, info ownership Financial Inclusion / Developing World Digital means to bank the unbanked Open Banking / FS / Ecosystems PSD2, API economy, new revenue streams Disintermediation Alternative lending, crowdfunding, next-gen cash Non-human Customers Cars, homes, Digital Autonomous Organizations (DAO) Constant Innovation Increasing share of revenues from new services, frequent acquisitions, rise of “AS-A- SERVICE” tech 5
- 6. Making a Meaningful Difference Think Big, then Break Down the Elephant in Digestible Phases 3-5 Business and IT trends including cloud migration, autonomous infrastructure, automation of front/back office processes, open banking / PSD2, rail replacement, blockchain, etc. Edge Transformation Unified / Hybrid LaaS Autonomous Infrastructure Big Data / AIaaS + Service Automation Edge Design and Testing User Experience / Omnichannel Dev. Logistics Operations Command Center on Steroids Nextgen Private Cloud Center of Excellence for additional programs / Labs e.g., Automation, DevOps, AI etc. Services-driven top down approach to automation Private Cloud automation Automation Lab Operations Command Center Opportunity to build and operate AIaaS infrastructure, and microservices New accelerators-driven data center design AI chatbot implementation/pilot to enable Help Desk and IT Automation FORTE Impact Analysis IT Vision 3-5 Years 6
- 8. Top Down, Services-Centric, Automation Capabilities in Private Cloud and @ Par with Public Cloud 8 Network automation Services-driven top down approach to automation with de-coupling between infrastructure and services Compute and storage automation Internal cloud @ par with Public cloud capabilities: both time to market (agility) and user experience (ease of use) DevOps Streamlined / re-designed processes in support of CI/CD best practices Private vs. public cloud Transparency and intelligence enabling performance issues to be rapidly surfaced and potentially addressed automatically 3 - 5 Y E A R T R E N D S E N D - S T A T E I M P L I C A T I O N S Private Cloud Automation Automation Lab Operations Command Center Top-down Services -focused multi-tiered architecture including: Service Broker >> Northbound API layer >> Abstraction Layer (that also manages Capacity distribution whether to the Internal or External Cloud) >> finally the Native API layer on top of the H/W Re-design of internal infrastructure to enable boarder Automation Automation center of Excellence / Innovation Program to test new tools/toolchains, automation PoCs etc. Training university for engineers/SREs, developers and architects Potentially, create a CI/CD environment Self service capability for individual app owners, within this Platform to monitor application performance. Infrastructure operations ability to monitor and capture metering info related of infrastructure performance and infrastructure services use. AI-enabled investigation (and potentially self healing) capabilities EF O T Autonomous Infrastructure
- 9. Big Data / AIaaS + Service Automation 9
- 10. 10 Web-native apps with heavy multi- media + Increases in Data Volumes New Accelerators: GPUs (FPGA, DSPs and Custom ASICs) reshaping the Data Center Rapid expansion of BD/AI and rise of Deep Learning Self-Serve/AIaaS allowing Decision Scientists and Business people to rapidly bring new models to market Slowdown of Moore’s Law Automated Streamlined Compute and Data Infrastructure and Processes Composable Systems, Memory- Driven Architectures and Custom Accelerators AI to power Smart Infrastructure and Service Automation 3 - 5 Y E A R T R E N D S E N D - S T A T E I M P L I C A T I O N S Big Data / AI as a Service, Hyper-performant AI Infrastructure to support the ‘Smart Business’ Self-Service AI / AIaaS Data & Compute as a Service Infrastructure AI Lab Self Service AI platform (containers or otherwise) with back-end automation to enable: Building models with transparent /seamless access to data and physical infrastructure Leverage of existing AI models (do no reinvent the wheel) Service catalog, Automation and integration to automate access to resources and optimize resource utilization and productivity Design and Implementation of GPU- based compute infrastructure Design and Implementation of state of the art Data infrastructure AI CENTER OF EXCELLENCE: • AI Experts and Innovation program to evaluate AI Infrastructure (Data, Compute and Storage) and processes • Scope to cover HPC, M/L and D/L • Training program for AI engineers and possibly Decision Scientists Virtual Agent / AI Chatbot PoC of AI chatbot with a focus on either Help Desk or the Automated Service Catalog. Could be to enable/supplement current existing deployments Expansion to other areas and use cases BD/AIaaS + Service Automation EO T